Assistant Collections Team Lead at Bayes

Position Summary: 

• The Assistant Collections Team Lead plays a pivotal role in driving collection performance and ensuring the timely recovery of outstanding debts. This individual will support the Collections Team Leader in managing the team, achieving collection targets, improving processes, and maintaining strong customer relationships. The Assistant Collections Team Lead will also take on direct collections responsibilities and step in for the Team Leader in their absence. 

Key Responsibilities: 

• Drive Collection Targets: 
• Monitor daily, weekly, and monthly collection goals, ensuring that the collections team consistently meets or exceeds set targets. 
• Implement strategies to enhance team performance and improve the efficiency of the collection process. 
• Provide coaching, guidance, and support to team members, helping them achieve both individual and team targets. 
• Engage in Direct Collections: 
• Proactively engage in follow-ups with debtors to ensure timely payments. 
• Take responsibility for managing complex or high-priority accounts that require immediate attention and resolution. 
• Actively contact clients or customers to collect outstanding payments while maintaining a professional and empathetic approach. 
• Deputize the Collections Team Leader: 
• Step in for the Collections Team Leader during their absence, assuming all team management responsibilities. 
• Collaborate with the Team Leader to set departmental strategies, goals, and  key performance indicators (KPIs). 
• Assist in the recruitment, training, and development of collections team  members to ensure they have the necessary skills to meet performance  expectations. 
• Address escalated issues, customer disputes, and challenges within the collections process, providing prompt resolutions. 
• Provide regular feedback to the Team Leader on the team's performance, challenges, and areas for improvement. 
• Reporting & Documentation: 
• Maintain accurate records of all collections activities, including debtor communications, payment status, and account updates. 
• Generate regular reports on team performance, outstanding balances, and  trends in customer payments. 
• Prepare updates and reports for senior management, outlining successes, challenges, and opportunities for improvement. 
• Process Improvement: 
• Continuously analyze the collections process to identify inefficiencies and  areas for optimization. 
• Suggest and implement improvements that enhance collections outcomes,  reduce delinquencies, and improve overall departmental performance. 
• Customer Relationship Management: 
• Build and nurture strong relationships with clients to encourage timely  payments and repeat business. 
• Address any customer concerns, disputes, or complaints professionally and  seek resolution to maintain a positive customer experience. 

Qualifications: 

• A degree or diploma in a business-related field. 
• At least 4 years of experience in a credit collections role, preferably within a  microfinance, EDC, or Digital Lending company. 
• Minimum of 1 year of experience in managing or supervising a collections team. 
• Professional training or certification in credit management is an added advantage. 
• Strong communication and negotiation skills, with the ability to manage difficult  conversations effectively. 
• A results-driven individual who thrives in a target-oriented environment. 
• Knowledge of microfinance industry regulations, policies, and best practices is a plus. 

Additional Skills and Attributes: 

• Strong team management abilities. 
• Ability to adapt to a fast-paced and dynamic work environment. 
• Proficient in using collections software, CRM systems, and Microsoft Office Suite (Excel,  Word, PowerPoint). 
• High level of integrity and a customer-focused mindset.